The need to eliminate poor customer service is no longer news. Many organisations have this as a business objective but the reality is; they often fail to meet this objective because of 3 simple misconceptions.
Companies wrongly believe they are providing service excellence
While organisations think they have an 80% great service and 20% amelioration to do, the customers think they have 6% good service and 94% amelioration to do. Most organisations have a wrong perception of their Customer Experience level. To know what your customers think about you, start listening to the voice of the customer, through appropriate feedback systems.
Organizations don’t understand the significance of customer service
Many organisations have a very wrong perception of what customer Service is. Some think good service is having a customer service department and big customer service titles. Some organisations still use 1990 customer service skills to serve 2019 customers. Many still adore NPS as though it is the only customer experience metric, failing to understand that the customer life-cycle has 5 stages and each stage has its own metrics. You must rethink your customer service strategy and philosophy.
Organisations don’t know how to deliver consistent, high quality customer service on an on-going basis
Customer service is a culture. Not a one time show. It must be inscribed in the organisations strategic plan and must have a clear policy manual. Note that the more customer service friendly you become, the higher your customers’ expectations and the need for even better service. Customer Service is the very essence of the business.
Now you can see why despite the buzz about customer experience. Many companies still have very poor service, and keep doing the things customers hate.
